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John Davis

952 Handlebar Road

Mishawaka IN 46846

574-286-0448 (home)

574-274-2785 (cell)

Education:

B.S. in Criminal Justice Sciences, May 1984

Illinois State University, Normal, IL

Certificate in Paralegal Studies, June 1991

Indiana University at South Bend, IN

Master’s Degree in Business Administration, expected June 2012

Bethel College, Mishawaka, IN

Designations/Licenses:  Indiana Property & Casualty License (current)

Awards: 

·          Customer Response Center (CRC) Service Supervisor of the Year, 1999

·          Significant Achievement Award, December 2000, for managing the Mishawaka CRC in the absence of a Site Manager

·          CRC Team Manager of the Year, 2004

·          Bravo Award for collaboration with Direct Response Center, January 2011

·          Bravo Award for execution of Quality Objectives project, March 2011

Work Experience:

Liberty Mutual Group, Customer Response Center, Mishawaka, IN

August 1996 to present (four positions held thus far)

Business Analyst II/Project Manager           January 2008 to present

·          Responsible for managing projects for the Personal Markets Distribution call centers and staff, including reward and recognition programs, career progression structure, objective planning, internal communications and consensus building.  Also responsible for web content and research regarding various projects and initiatives.  Involves planning, tracking deliverables and maintaining ownership of projects from start to finish, including building rapport and guiding all levels of management toward a defined solution.  Requires strong organizational and networking skills, mastery of formal communication processes and advanced knowledge of the business environment and its variables.

Team Manager:                       March 2000 to December 2007

·          Responsible for managing and overseeing ninety employees involved with internal and external customer service, as well as all operational functions.  Areas of focus were Service Assist Team, Internet Customer Service Unit and Client Complaint Unit.  Participated in department planning and performed lead duties on several projects involving other departments.  Responsibilities include staffing, hiring, budget preparation, quality and process management, as well as directly managing six Customer Service Supervisors.

Customer Service Supervisor:           July 1998 to March 2000

·          Responsible for direct supervision of twelve Customer Service Representatives.  Areas of focus were quality customer service skills as well as managing daily needs of the team, including developing recognition and motivational programs for staff. Also handled escalated calls and worked to develop creative solutions to policyholder issues.

Customer Service Representative:    Aug 1996 to July 1998

·          Responsible for handling incoming calls from all fifty states from Liberty Mutual auto and home policyholders.  Specialized in handling New Jersey and Massachusetts callers.  Also helped develop training modules for newly licensed Service Representatives.

York Title and Escrow, South Bend, IN:        January 1994 to August 1996

Final Title Insurance Policy Examiner/Paralegal

·          Examined final title policies before issuance to the policyholder, ensuring that liens were cleared, easements and restrictions were met and there were no encroachments on the titled property.

Roemer & Mintz Law Firm, South Bend, IN:  June 1991 to January 1994

Paralegal

·          Collaborated on litigation strategies and made decisions on when to file appropriate court documents.   Used extensive written and oral communication skills to convey complicated legal proceedings to clients.  Worked with estate and trust clients to craft documents to meet their financial and retirement needs.

Personal Profile

·          Superior written and oral communication skills and the confidence to work with all levels of staff, including upper management and executives

·          Outstanding leadership abilities, combined with a motivational and positive approach

·          Proven ability to create structure and content within ambiguity

·          Ability to gain consensus and build rapport among multiple and various work units, personalities and cross-functions

·          Proven ability to work independently with a virtual off-site manager since 2006

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